Notes on running support without losing the thread
Practical writing on ticketing, Microsoft 365 mailboxes, SLAs and workflow — from the team building Ticku.
All posts
6 min read
What should happen when an SLA breaches
A breach alert cannot change the outcome, so what is it for? The case for firing exactly once, why the real deadline is the target plus the sweep interval, and who should hear about a late ticket that nobody owns.
5 min read
Routing one support address to many teams
The usual fix for an overloaded queue is a second email address, and then a third. Routing on the recipient and the sender domain instead — and the question to ask any vendor about mail that matches no rule.
5 min read
Push or poll: what your email-to-ticket latency actually is
Every mail integration claims to be real-time. Push delivers in seconds and fails by going quiet; polling is bounded by its interval and nothing else. What the numbers are, and the five questions worth asking any vendor.
6 min read
Turning your Microsoft 365 support mailbox into a ticket queue
A shared support@ mailbox stops scaling long before anyone admits it. Here is what actually changes when the mailbox becomes a tracked queue — and the three ways to connect one.
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